Support Self-Help Documentation

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Support Self-Help Documentation

September 2015

Support Self-Help DocumentationWe have created self-help documentation on various commonly occurring errors to provide quick and effective support.

In the edition we have covered:

Tax Manager Overview...................................................................1

Sage Intelligence - Bad File Name or Number..........................3

Sage Intelligence - Timeout error...............................................5

Runtime Error 429..........................................................................6

Encrypted PDF Documents...........................................................8 Cannot be uploaded onto SARS E-Filing

Download Manager (Reseller) New Version..............................9

Losing Companies and Mapped Drive........................................10 (Eskom Load Shedding Effect)

Common Errors.............................................................................10

Tax Manager OverviewWe introduced Tax Manager in Version 12 and this was a big change for you our clients as well as ourselves. Tax Manager was specifically designed to align the Sage Pastel product offering to comply with future SARS legislation.In this help guide we hope to provide you with some troubleshooting steps to assist you in identifying and where possible solving these common queries.

When running the Tax Manager reports not all transactions are pulling through. Possible causes are:1.) You processed the transactions with Tax type 00.2.) The transactions did not write to the tax transaction file. This is caused by

file corruption.

Checks you can do to identify which of the above is the problem:• Print the tax report as shown in the tax manager• Go to Help| About in Pastel• On your Keyboard hold Ctrl+Alt+T• You will get a message to use the old tax reports • Click ok and rerun the tax report• Now compare the Tax Manager report to the old report• If the transactions show on the old report this means that all the

transactions did not write to the tax transaction account• If this is the case you will need to send the data in for a data fix

If the transactions do not show on either the new or the old reports please follow the steps below:• Go to View| General Ledger| Transactions| Entry Type details• Select the Periods you require at Period Start and Period End• Select the First Entry Type at Entry Type Start• Select the Last Entry Type at Entry Type End• Make sure you select the option Show Generated Entries or the Tax Type

selected will not show• Make sure the Date Start and End are correct • Below is an example of the selections:

Page 1

• Click Ok• On the Generated report check the Tax Type column for any transactions

showing 00• These transactions will not pull through to the Tax reports• If there are transactions showing 00 that should have been processed

using 01 a reversal will need to be processed and the transaction will need to be re-processed to include tax

Processing a reversal:1. For Customer Invoices please process a Credit Note2. For Supplier Invoices please process a Return and Debit3. For Journal and Cashbook transactions you will need to process the

transaction exactly as they were done originally as explained below:• If this is a cashbook transaction please go to the same side of the

cashbook i.e. If it is a customer receipt open the receipt side of the cashbook, the same is true for a payment.

• Make sure you have selected the same Period and Date. • Make sure you use the same Reference Number• You can change the description to Reversal• Select the same tax type as previously i.e. 00• By amount put in the same amount but with a negative sign i.e. 1000.00

will be –1000.00 for a reversal• Please make a backup before you update any batches as if the outcome is not

what you expect you can restore the backup and make the necessary changes

Sage Intelligence - Bad File Name or NumberOn Pastel build 14.0.7, when running Sage Intelligence on a workstation accessing data across the network, you encounter the error “Bad file name or number” as below:

On workstation where you are getting this problem, open the Report Manager and run the report again to create the link. If this does not work, create a local database via the Pervasive Control Centre with PAS14COMPANY e.g. PAS14ABC2015To create a database in the Pervasive Control Centre:• ForWindows7andXPGotoStart/RunandtypeinPCCtoopenthe

Pervasive Control Centre• ForWindows8putthemousecursoronthetoprightcorneryoushould

see a magnifying glass click on this and in the search option type in PCC to open the Pervasive Control Centre

• InthePervasiveControlCentretherearetwopanes,onthelefthandpaneexpand Engines you should see the server computer name.

• RightclickonDatabasesandselectNew|Database• OntheNewDatabasescreenenterPAS14COMPNamee.g.PAS14ABC15

in Database Name field• OntheLocationfieldclickonthethreedotsandnavigatetothecompany

location

• ExpandtheComputernametoseeDatabasesasshownbelow:

• Onceyouhaveaddedthecompanylocationmakesurethattheaboveis as per the screenshot and you have selected the option Create Engine DNS.

• ClickfinishandclosethePervasiveControlCentre• PleaseopenPastelandre-runthereport

Please note that this has been logged with our developers and we are awaiting a full solution to this issue.

Sage Intelligence – Timeout ErrorWhen running a report in Sage Intelligence you may receive an error: Pervasive ODBC client interface, pervasive ODBC engine, Interface S1T00 Time out Expired.To correct this error please follow the steps as per below:• AllusersmustbeoutofPastel.• GotoC:\Pastel14\Custom\SageIntelligence\• OpenPLConfig.exe• ChangeallthetimeoutLimitsto32767

Runtime Error 429This indicates an incompatibility of essential files that Pastel requires to operate.

Step1: Run the component utility.• EnsurePastelisclosed• OnyourKeyboardHoldthewindowskey+EtoopenWindowsexplorer• NavigatetothePastelxx|XpressxxFolder(WhereXXrepresentstheversion

of Pastel you are running i.e. Pastel14)• LookforPastelCompXX.bat(WhereXXrepresentstheversionofPastelyou

are running i.e. Pastelcomp14.bat)• DoubleclickonthisfileanditwillopenanotherWindow.• WaitforthiswindowtoclosebeforeopeningPastelandcheckifthe

error persists.

• Allthemachinesshouldbeonthesamebuild.• Ifyoufindthatthebuildsdifferthemachinesonalowerbuildwillneed

to be updated to the machine running the highest version i.e. 1 machine on14.0.7anothermachineon14.0.6Machineon14.0.6mustupdateto14.0.7.

Step3: Check the Sage Connected Services.• ThelatestSageconnectedservicesis2.0.91.• ThisisavailabletodownloadforV14onlybygoingtoStart|Allprograms|

SagePastel|PastelPartner/Xpress|Downloadmanager• SelecttheoptionSageConnectedservices(Version14.0.7andhigher)• OncethefilehasbeensavedyoucanuninstallthecurrentSageConnected

services via the control panel and install the downloaded version.• MakesuretheuseryouareinstallingtheSageconnectedservicesonhas

Administrator rights or Sage Connected services will not install.

Step2: Check that all computers are on the same build.• Ifyouarerunningamulti-usersetuppleaseonallmachinesopenPastel

and go to Help|About• LookunderBuildasshownbelow:

Cause: When printing Pastel encrypts the document to avoid editing. This was a requirement we received from SARS.Please refer to the below workaround to assist you to upload the VAT reports

to the SARS e-filing website:• CheckifyouhaveacutePDForBullzipPDFprinterinstalled.• IfnotyouwillneedtodownloadaPDFprinter• OnceinstalledwhenyouselecttheoptiontoprintdonotselectPDFbut

Printer• ChangetheprintertothePDFprinterandsavethefile• YouwillnowbeabletouploadthereporttoSARS

NB! You are able to print other documents in this way and edit then however this is not advisable.

Encrypted PDF Documents Cannot be Uploaded onto SARS E-Filing.Clients have reported errors when uploading their vat report on the SARS e-filling site. The error the customers get are below:

The screen for the new Download Manager is shown below:

Download Manager (Reseller) New VersionPlease note that there is a new Version of Download Manager for Resellers. PleasenotethatiscurrentlyforDownloadManager(Reseller)andnotDownload Manager for end users. The issue with not being able to scroll down has been resolved on the new Version.

When you open Download Manager you will see installation for the new Download Manager as shown below. You can download the installation. Once the download is done, you need to close Download Manager and run the installation for the new Download Manager.

Losing Companies and Mapped Drive (Eskom Load Shedding Effect)With the Eskom Load shedding we’ve experienced an increase in call volumes where clients are losing companies, network drives and so forth as a result of the power failures.• YoucanreceivetheLoadsheddingdocumentbyemailing

[email protected]• Youwillreceiveadocumentthatcontainsinformationwithregardsto:

1.)MinimizingcorruptioncausedbyPowerinterruptions2.) How to add and activate companies should they not be showing on the

Open a company screen3.) How to re-map lost network drives on your workstation after a power

failure

• ThereisalsoaKnowledgeBasearticlehttp://kb.pastel.co.za/article.php?id=1909formoreinformation.

Common Errors.Pervasive errors: Error Code 20: This happens the engine or service is not started, a permanent license is not applied, security settings are blocking Pervasive fromrunningorifyouareusingClient/ServerandtheerrorisonaworkstationthestartinontheEXEisincorrect.

Status161:IncorrectPervasiveinstalledononeormoremachines,thelicenses are not applied correctly on one or more Machines.

Steps to resolve the above errors:1.) Ensure the Pervasive you are Licensed for is what Pervasive you have

installed on all machines:

• InPastelgotoHelp|About• CheckthePervasiveshowinginthescreenasthisisthePervasiveyouare

licensed for.

• GotothecontrolPanelandgotoProgramsandFeaturesoradd/removeprogram and from the list look for Pervasive

• MakesurethisistheversionasinthePastelHelp|About.• Ifnotyouneedtouninstallandre-installPervasive.

2.)Makesuretheengine/serviceisrunning• TostarttheengineforWindows7–GotoStart|Allprograms|Pervasive|

Start engine• TostarttheengineforWindows8putthemousecursoronthetopright

corner you should see a magnifying glass click on this and in the search option type in start engine and click on the icon.

• Tostarttheserviceholdthewindowskey+Randtypeinservices.msc• LookforPervasivePSQLiftheservicesaysstartedrightclickonthe

PervasivePSQLandstoptheserviceandthenrightclickagainandstartthe service.

3.) Make sure the User Account Control is turned off on Windows 7 and Windows8

• GototheControlPanel• ClickonUserAccounts

• ClickOK

4.) Check the Licenses.• Windows7–GotoStart|AllPrograms|Pervasive|Utilities|License

Administrator• Windows8putthemousecursoronthetoprightcorneryoushouldsee

a magnifying glass click on this and in the search option type in License Administrator.

• Checkthatthelicenseshowcorrectly:

• LookforChangeUserAccountControlsettings.Ifyoudon’tseethisoptionbut there is an option that says Users Users and family safety click on this and look for the Change User Account Control Settings option again.

• Makesurethesliderisallthewayatthebottomasperbelow:

• Youcantrytypinginrelevantkeyandclickonactivate• Ifyoucannotactivatethelicenseyouwillneedtouninstallandre-install

Pervasive.

5.)IfyouarerunningPervasiveClient/ServermakesuretheStartiniscorrect.• RightclickonthePastel/XpressshortcutonyourDesktopandselect

Properties• TheStartinshouldreadtheMappeddriveasshownbelow:

Status 2 and Status 146 on specific file in Pastel:This indicates file corruption on the file specified in the error i.e. Status 2 file 31 ACCHISTL.datSteps to resolve the error:1.) Make sure you check which file is affected the error should tell you either

thefilenumberi.e.file6,file31etc.andthefilenameACCTRN.dat,ACChISTL.dat

• IfyouonlyseethefilenumberpleaseinPastelgotoHelp|PastelHelp• ClickontheSearchTabandtypeinFileTable• InthelistdoubleclickonFileTableandtheFileTablewillpopulateinthe

right hand pane.• Findthefilenumberandcheckwhichfileneedstoberebuild

2.) Make a backup before you rebuild• ChoosetheFile...Backupmenuoption.• IntheVerifyMethodframe,choosewhethertoverifythedatayoubackup:

Method What it Does

No Checking This option backs up without verifying the integrity of the data.

Ensure Files Readable This option verifies that your data is readable prior to performing the backup. Note that this option does no internal checking of the integrity of your data. To check data integrity, use the Data Integrity function. If you choose this option, the system opens a table to display the results of the verification.

• Youcanattachgraphicstovariousmasterfilerecords.Ifyoudoso,thesystem stores the graphics in a sub-folder beneath the data folder. This foldercanbeverylargerelativetothesizeoftherestofthedata.Youhavethe option to include or exclude the graphics folder in your backup. Check the check box to include the graphics, and uncheck the check box to exclude the graphics.

• IntheWheretoBackupframe,choosethedestinationofthebackup.Thesystem defaults to the last folder you used. You can create a new folder by clicking the New Folder button. Click the Process button to start the backup. Once the backup completes, the system verifies that the backup is readable by reading the backup file from start to finish. Click OK to start the test operation.

• Oncethetestcompletes,thesystemdisplaysthebackuplog.Youcanprint the log by clicking the Print Log button. It is useful to ask the backup operator to print the log as a control mechanism.

Backup Encryption PasswordYou can password protect your backup to keep your data safe and secure. This password follows the strong password characteristics of a minimum of 8characters,alphanumeric,acombinationofupperandlowercaseandatleast 1 special character is required in the password.

If the password is lost, there is no option to recover the password and the backup will become redundant. It is important that at least two members of the company know what the password is.

If the password is changed in the Setup Company Parameters screen, the new password must be recorded. When a previous backup is restored and the password on the backup does not match the system password, the previous password will need to be entered.

To setup the backup password, click on Setup | Company Parameters | Formats.

3.) How to rebuild a file using the Pervasive rebuild:• Makesureeveryoneisloggedoutofthecompanywiththeerror• Windows7–GotoStart|Allprograms|Pervasive|Rebuild• Windows8putthemousecursoronthetoprightcorneryoushouldsee

a magnifying glass click on this and in the search option type in Pervasive Rebuild and click on the icon.

• ClickNextonthePervasiveRebuild• OnthenextscreenselectAdd• Navigatetothecompanyfolderwhereyouaregettingtheerror.• WereyouseeFilesoftypechangethistoallfilesasshowbelow:

Page 16

• Inthebigwindowwherethefilesareshownfindthefileaspertheerrorand highlight it and then click open

• Clicknextandonthenextwindowchangenothingandclicknext• Youshouldgetamessagefileswererebuildsuccessfully• Ifyougetamessagethatthefileswerenotrebuildsuccessfullyplease

view the log file and check the error.• Anerror88isPermissionsandmeansthateithersomeoneisloggedinto

Pastel when rebuilding the file.• Ifyougetanyothererroritmeansthatfileiscorruptedbeyondrepairand

you will need to restore a backup of before you got the error.

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